Global Customer Experience Manager II

Introduction

Move the world with us! AIT is a global freight forwarding and logistics company headquartered in Chicago. Are you looking for an exciting and varied job? Then you are exactly right for us! Become part of the international supply chain and move the world with us! Does that sound interesting? Then make AIT Worldwide Logistics the next stop on your career ladder!

Overview

The Global Customer Experience Manager II is responsible for managing and growing strategic global customer accounts by delivering supply chain excellence, operational performance, and continuous improvement. This role serves as the primary liaison between the customer and internal cross-functional teams to ensure seamless execution, service reliability, cost optimization, and long-term partnership success. The GCSM II drives strategic alignment, resolves complex supply chain challenges, and ensures customer satisfaction across global operations.

Responsibilities

• Provide overarching leadership for complex global key accounts, serving as the primary organizational owner responsible for aligning customer requirements with performance, governance, and strategic direction. Act as a trusted customer adviser and senior escalation point
• Develop and maintain customer-specific SOPs, collaborating with Operations, Sales, and Analytics teams to ensure consistent execution, process alignment, and a cohesive end-to-end customer experience
• Analyze account-level KPIs, trends, risks, and opportunities while overseeing the creation of customized metrics, forecasting, and reporting for both internal stakeholders and external customer presentation
• Prepare and deliver Monthly and Quarterly Business Reviews (MBRs/QBRs), leveraging Power BI dashboards and partnering with Sales Support to tailor insights, performance narratives, and continuous-improvement recommendations
• Oversee account budgets, pricing requests, bid activity, and A/R-related considerations in partnership with Pricing and Procurement to ensure proposals align with operational capabilities and long-term account goals
• Serve as a liaison between customers, Operations, and EDI/IT teams to support system integrations, validate technical requirements, troubleshoot data-exchange issues, and ensure ongoing compliance with customer visibility expectations
• Collaborate cross-functionally to manage escalations, resolve service issues, and drive sustainable corrective actions while maintaining operational continuity and a strong customer experience
• Create and manage custom reports in CargoWise, leveraging system tools and available automation features to streamline data retrieval, reduce manual effort, and support consistent, scalable reporting processe
• Execute all Dangerous Goods shipments in compliance with all applicable laws and regulations (as applicable)

Qualifications

• 5-7 years relevant experience in freight forwarding operations, account management or in supply chain industry preferred; with 3-5 years in direct customer-facing role (account management)
• Advanced understanding of air and ocean, imports and exports needed (extensive work experience in one or more required)
• Intermediate Excel skills are a must - data extraction & analyzing are a key part of daily tasks, proficient in MS Word, PowerBI and other MS Office software
• Ability to source, format, and communicate/present data to internal and external clients. May be required to present in a conference room or virtual setting
• This role supports a global customer base and internal teams across multiple regions. As a result, occasional work outside standard business hours may be required to support international time zones or time sensitive operational needs
• Possess strong analytical abilities, exceptional communication skills, and the ability to think strategically and analytically about business and product challenges
• Working knowledge of EDI standards and protocols
• Certifications Preferred: CargoWise & AS/400 certification and/or working knowledge; Six Sigma or Green Belt

About AIT Worldwide

AIT Worldwide Logistics is a global freight forwarder that helps companies grow by expanding access to markets all over the world where they can sell and/or procure their raw materials, components and finished goods. For more than 40 years, the Chicago-based supply chain solutions leader has relied on a consultative approach to build a global network and trusted partnerships in nearly every industry, including aerospace, automotive, consumer retail, energy, food, government, high-tech, industrial, life sciences and marine. Backed by scalable, user-friendly technology, AIT’s flexible business model customizes door-to-door deliveries via sea, air, ground and rail—on time and on budget. With expert teammates staffing more than 150 worldwide locations in Asia, Europe and North America, AIT’s full-service options also include customs clearance, warehouse management and white glove services.

What AIT Can Offer You

We believe in rewarding your talent and supporting your growth. In addition to a competitive salary and comprehensive benefits package, you’ll enjoy:

• 27.5 holiday days per year to relax and recharge
• A solid pension plan to secure your future
• Access to an online learning library and regular training opportunities to support your professional growth
• Employee support programs focused on your well-being
• Five paid volunteer hours per year, giving you time to make a difference
• Exclusive employee discounts through Deel, adding extra perks to your everyday life.